Customers (and other stakeholders like employees) are constantly sharing feedback with companies about their experience with them in emails, chats, calls, surveys and in social media. This feedback contains a wealth of insights that can make the experience more joyful for the customer (and hence rewarding in the long term for the company).
The challenge is that this feedback is very dynamic, huge in volume, spread across many internal sources like emails, chats, calls and surveys and external sources like social media, forums and blogs. This challenge is further exacerbated by the fact that it is in different languages, multiple media types and is often poorly structured. It is not humanly possible to read all this feedback, much less make sense of it and derive insights.
This is precisely the challenge that Joyful Listen wants to solve.
For Joyful Listen to be truly useful, we recognized that it should be possible for users to talk directly with their data in natural language without having to plot charts and do complex mathematical calculations themselves. At Joyful Listen, we want our users to be able to converse with their data asking questions simply and directly:
* What did our customers say about our new campaign,
* Why do customers choose X’s product over ours,
* What are the top 3 things customers want us to improve about our product’s onboarding experience?
But in order to answer such questions in a truly actionable fashion, we realized that we needed to be sector-specific. This is because the customer journey, touchpoints and experience drivers vary greatly from sector to sector. For instance, a hotel guest might describe their experience with reservations, check-in, housekeeping and the food, while a bank’s customer might describe their experience at an ATM, or using their credit card or with repaying their home loan. A one size fits all approach to analyzing the data will result in insights that are good to know but not that actionable.
What questions would you ask if you had access to real time feedback from your customers?
CEO at Germin8